Refund & Replacement Policy
At Ashwood Collective, customer satisfaction is extremely important to us. If there is an issue with your order upon arrival, we're here to help.
Damaged or Faulty Items
If your item arrives damaged, defective, or faulty, please contact us within 14 days of delivery with:
- Your order number
- A description of the issue
- Clear photos or videos showing the damage
Our team will review the information and work with you to find the best solution.
Refunds & Replacements
Where an item is confirmed to be damaged, defective, or faulty, we may offer:
- A replacement item at no additional cost, or
- A full or partial refund, depending on the circumstances
We are always happy to assist with replacing damaged items and will do our best to resolve any issues as quickly as possible.
Lost or Missing Orders
If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate the shipment with the carrier. Where appropriate, we may offer a replacement or refund following our investigation.
Refund Processing
Once approved, refunds will be issued to the original payment method. Please allow 3–10 business days for the funds to appear, depending on your bank or payment provider.
Contact Us
If you need assistance with your order, please contact us at:
Email: support@ashwoodcollective.com
Our team is always happy to help and will work with you to reach a fair resolution. 💙